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For Companies At a Glance
- Tasks: Lead customer engagement strategies and build a high-performing CRM team.
- Company: Join Zopa, a pioneering bank redefining finance with a people-first approach.
- Benefits: Flexible working, competitive salary, and the chance to work abroad for up to 120 days.
- Why this job: Shape customer experiences in a modern digital bank and make a real impact.
- Qualifications: Proven leadership in CRM and a strategic mindset for data-driven decisions.
- Other info: Diverse workplace culture with opportunities for personal and professional growth.
The predicted salary is between 80000 - 100000 £ per year.
Our Story
Hello there. We’re Zopa. We started our journey back in 2005, building the first ever peer-to-peer lending company. Fast forward to 2020 and we launched Zopa Bank. A bank that listens to what our customers don’t like about finance and does the opposite. We’re redefining what it feels like to work in finance. Our vision for a new era of banking puts people front and centre — we’ve built a business that empowers everyone to aim high, every day, to move finance forward. We’re incredibly proud of our achievements and none of it would be possible without the amazing team here. It’s not just industry awards we’re winning, we’ve also been named in the top three UK’s Most Loved Workplaces.
If you embrace unconventional challenges, are unafraid to think differently and are driven to make an outsized impact, you’ll thrive here at Zopa, so join us, and make it count.
Zopa is building the home of money — and we’re at a turning point in how we engage, retain and grow our customers. We’re hiring a leader to build and lead our customer lifecycle capability end-to-end: strategy, execution, technology and team. This role owns how we communicate with customers across their full relationship with Zopa — from activation through to retention, cross‑sell and long‑term value. This is a hands‑on leadership role in a regulated, data‑rich environment — ideal for someone who has built or transformed a CRM / lifecycle function before and wants to do it again with real ownership and impact. If you’re excited by complexity, imperfect starting points, and the chance to shape how millions of customers experience a modern digital bank — we’d love to hear from you!
What you’ll be doing:
- Set CRM strategy
- Define a multi‑year CRM and customer engagement strategy aligned to Zopa’s growth ambitions
- Translate strategy into a clear roadmap, priorities and success metrics
- Build scalable customer engagement
- Design lifecycle‑led, personalised journeys across email, app, push, SMS and in‑product channels
- Own segmentation, targeting and next‑best‑action approaches
- Own CRM tech & data direction
- Lead CRM platform evolution and martech migration in partnership with Product, Data and Tech
- Ensure data quality, governance and measurement underpin all CRM activity
- Lead & grow the team
- Lead and develop a high‑performing CRM team
- Evolve team structure and capabilities to meet future needs
- Drive outcomes
- Own CRM performance against engagement, cross‑sell and customer value metrics
- Embed test‑and‑learn and continuous optimisation
About you:
- Leadership experience in CRM /customer engagement within a digital, data-driven business
- Proven track record of building or transforming CRM capabilities
- Experience owning commercial outcomes, not just execution
- Exceptional strategic and analytical thinker
- Deep understanding of CRM platforms, data and automation
- Confident influencing senior stakeholders
- Experienced people leader through change
- Clear communicator with sound judgement
At Zopa we value flexible ways of working. We value face‑to‑face collaboration and a good work‑life balance. This hybrid role requires you to come to our London office 2‑3 days a week. You’ll also have the option of working from abroad for up to 120 days a year! But no matter where you are, we’ll make sure you’ve got everything you need to thrive, both in your work and home life, from day one.
Diversity Statement
Zopa is proud to offer a workplace free from discrimination. Diversity of experience, perspectives, and backgrounds leads to better products for our customers and a unique company culture for our people. We are made up of nearly 50 nationalities, have a DE&I forum made up of Zopians wanting to make a difference and we are proud of our culture where everyone can bring their full self to work. Our approach to DE&I is reflected in our hiring process so please let us know if you require any reasonable adjustments.
Head of Customer Lifecycle & Engagement employer: Zopa Bank Limited
Contact Detail:
Zopa Bank Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Lifecycle & Engagement
✨Tip Number 1
Network like a pro! Reach out to people in your industry, especially those at Zopa. A friendly chat can open doors and give you insights that a job description just can't.
✨Tip Number 2
Prepare for the interview by understanding Zopa's mission and values. Show us how your experience aligns with our vision of redefining finance and engaging customers in a meaningful way.
✨Tip Number 3
Be ready to showcase your strategic thinking. We want to hear about your past successes in CRM and customer engagement, so have some solid examples up your sleeve!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows us you're genuinely interested in being part of the Zopa family.
We think you need these skills to ace Head of Customer Lifecycle & Engagement
Some tips for your application 🫡
Show Your Passion for Customer Engagement: When writing your application, let us see your enthusiasm for customer engagement. Share specific examples of how you've successfully built or transformed CRM capabilities in the past. We want to know what drives you to make an impact in this area!
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language to describe your experience and achievements. We appreciate a well-structured application that makes it easy for us to see how you fit into our vision at Zopa.
Tailor Your Application: Make sure to customise your application to align with our job description. Highlight your leadership experience and strategic thinking in CRM. We love seeing candidates who take the time to connect their skills with what we’re looking for!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining the Zopa team!
How to prepare for a job interview at Zopa Bank Limited
✨Know Zopa Inside Out
Before your interview, dive deep into Zopa's history, values, and offerings. Understand their unique approach to finance and how they aim to redefine customer engagement. This knowledge will not only impress the interviewers but also help you align your answers with their vision.
✨Showcase Your CRM Expertise
Be ready to discuss your previous experiences in building or transforming CRM capabilities. Prepare specific examples of strategies you've implemented and the outcomes achieved. Highlight your understanding of data-driven decision-making and how it can enhance customer engagement at Zopa.
✨Demonstrate Leadership Skills
As a potential leader for the CRM team, it's crucial to showcase your leadership style. Share stories that illustrate how you've developed high-performing teams and navigated change. Emphasise your ability to influence senior stakeholders and drive commercial outcomes.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving skills in complex situations. Think about challenges you've faced in previous roles and how you approached them. Be ready to discuss how you would design personalised customer journeys and measure their success at Zopa.